What users are saying about
12 Ratings
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Top Rated
255 Ratings
12 Ratings
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Score 8.1 out of 100

Talkdesk

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Top Rated
255 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.1 out of 100

Likelihood to Recommend

CloudTalk

CloudTalk is great for making calls and receiving them, while doing different tasks. It is easy to see the incoming call and to answer them. As well as the call quality is high. It is really suited to be used in customer service, when many clients are calling. Sometimes if a client can not pick up the phone, the SMS option can be a great help to send the information and to receive from the client the information back
Ieva Lukstiņa | TrustRadius Reviewer

Talkdesk

Talkdesk has helped my team manage not only our customer contact center and the employees that work remotely now due to COVID-19, but Talkdesk has also allowed us to filter out spammers, sales calls, customer support calls, onboarding calls, as we have been able to customize our ring groups to a maximum with all the options that Talkdesk allows you to have. Including custom IVR'S per each ring group and then some.
Mark de Gruiter | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

CloudTalk
7.8
Talkdesk
8.7
Agent dashboard
CloudTalk
7.8
Talkdesk
8.4
Validate callers
CloudTalk
7.5
Talkdesk
8.6
Outbound response
CloudTalk
8.0
Talkdesk
8.7
Call forwarding
CloudTalk
7.9
Talkdesk
8.9
Click-to-call (CTC)
CloudTalk
7.9
Talkdesk
9.0
Warm transfer
CloudTalk
7.7
Talkdesk
9.1
Predictive dialing
CloudTalk
7.4
Talkdesk
8.6
Interactive voice response
CloudTalk
7.7
Talkdesk
9.0
REST APIs
CloudTalk
7.7
Talkdesk
8.5
Call scripts
CloudTalk
7.7
Talkdesk
8.9
Call tracking
CloudTalk
7.8
Talkdesk
8.9
Multichannel integration
CloudTalk
7.8
Talkdesk
8.1
CRM software integration
CloudTalk
8.0
Talkdesk
8.5

Workforce Optimization (WFO)

CloudTalk
7.8
Talkdesk
8.5
Inbound call routing
CloudTalk
8.0
Talkdesk
8.8
Omnichannel inbound routing
CloudTalk
7.6
Talkdesk
8.6
Recording
CloudTalk
7.8
Talkdesk
9.3
Quality management
CloudTalk
8.1
Talkdesk
8.4
Call analytics
CloudTalk
8.1
Talkdesk
8.2
Historical reporting
CloudTalk
7.9
Talkdesk
8.5
Live reporting
CloudTalk
7.8
Talkdesk
8.2
Customer surveys
CloudTalk
7.5
Talkdesk
8.5
Customer interaction analytics
CloudTalk
7.8
Talkdesk
8.5

Pros

CloudTalk

  • Ease of use.
  • Ease of setup.
  • Usability.
Anonymous | TrustRadius Reviewer

Talkdesk

  • Customization -- we can set up all our outbound messages in the caller menu, and the caller then can select the appropriate department. We can prioritize inbound calls during busy times
  • Transcripts -- While not 100% accurate, the voice to text conversion is quite helpful
  • Caller ID -- we can generally tell when an existing customer is calling in -- this allows us to get a jump on locating order details, etc.
  • Pop-ups -- regardless of the window being used, you can always see when a call is coming in
Bill Cummings | TrustRadius Reviewer

Cons

CloudTalk

  • The service is unusable right now because it's always down. CloudTalk has oversold their service to too many customers on too few servers (as admitted on an email from their CEO to all their customers). We've lost all functionality for days - crippling our customer support team
Anonymous | TrustRadius Reviewer

Talkdesk

  • We have experienced call drops from time to time.
  • There are times when callers are unable to hear our support agents.
  • Call metric reports are not very customization with Talkdesk site. So you may need to pull call data into excel to create executive reports.
Greg Zalecki Jr. | TrustRadius Reviewer

Likelihood to Renew

CloudTalk

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 7.6
Based on 2 answers
We are invested! :)
Taylor Pineiro | TrustRadius Reviewer

Usability

CloudTalk

CloudTalk 9.1
Based on 4 answers
I must say that the flexibility of this tool is amazing. I can see all the necessary details about the calls and available agents at one place, including reports, SLAs and other metrics I need to work with. The interface has a very nice modern design, which is easy to use and very intuitive.
Andrej Saxon | TrustRadius Reviewer

Talkdesk

Talkdesk 9.3
Based on 39 answers
The Callbar often glitches, and we almost daily have to clear our Callbar caches, which is not something that is straightforward and simple for any user to do, nor is it very realistic that we can have every single agent clear their Callbar application multiple times a day to avoid glitches.
Kelly Hogan | TrustRadius Reviewer

Support Rating

CloudTalk

CloudTalk 7.8
Based on 10 answers
They are skilled, experienced, and anytime I need something and contact the support time, I get the right person who understands my needs and reacts to them accordingly. So far I was only pleasantly surprised by the level of support these guys provide and coming from a customer service oriented background myself, I can only say keep it up guys, you are doing a fantastic job!
Stanislav Bouda | TrustRadius Reviewer

Talkdesk

Talkdesk 8.8
Based on 117 answers
Talkdesk needs a dedicated customer support manager for each client. I don't feel that Talkdesk truly understands its customers fully. They are quick to get back to you if you have an issue however, typically they are not able to identify issues but they seem to work out the kinks eventually.
Jeffrey Adams | TrustRadius Reviewer

Implementation Rating

CloudTalk

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 7.0
Based on 1 answer
It was a little confusing but it was worth it!
Taylor Pineiro | TrustRadius Reviewer

Alternatives Considered

CloudTalk

Aircall is really expensive for the same functionality and Freshcaller was just impossible to work with and really bad service. Both also don't have a good freemium tier like this does.
Anonymous | TrustRadius Reviewer

Talkdesk

I like both Freshdesk and Close.io in addition to Talkdesk, but the main difference is Talkdesk is better for midsize-to-large enterprises. Close.io works well for 10 people, and Freshdesk can work well for just 1 or 2 support reps, but Talkdesk was the right software for a company of our size. Talkdesk is also a good solution for multi-department teams - ie, sales and support, rather than being JUST a support software or JUST a sales-team-geared software
Becky Jewell Laughton | TrustRadius Reviewer

Return on Investment

CloudTalk

  • CloudTalk has crippled our customer support team. The return on investment has basically been upset customers because they can't get through to us for assistance because the app and CloudTalk servers are constantly down.
Anonymous | TrustRadius Reviewer

Talkdesk

  • We are able to keep in touch with customers and get back to any calls we missed
  • Not missing leads, Talkdesk has allowed for us to handle increased call volume
  • Keeping track of call data and agents allows for smooth workday and no lapse in coverage, especially in a work from home environment
Kerri K | TrustRadius Reviewer

Screenshots

Pricing Details

CloudTalk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$11*

* per user

CloudTalk Editions & Modules

Edition
CloudTalk Essential$201
CloudTalk Custom-2
CloudTalk Expert$353
CloudTalk Starter$153
  1. per user/month (invoiced annually)
  2. per user or company/month (invoiced annually)
  3. per user/month (invoiced annually)
Additional Pricing Details

Talkdesk

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Talkdesk Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

CloudTalk
8.0
Talkdesk
8.4

Likelihood to Renew

CloudTalk
Talkdesk
7.6

Usability

CloudTalk
9.1
Talkdesk
9.3

Support Rating

CloudTalk
7.8
Talkdesk
8.8

Implementation Rating

CloudTalk
Talkdesk
7.0

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